Alive and Well
Full-Time Hospitality Coordinator Job Description

Reports To: Assistant General Manager and General Manager

Company Overview
Alive and Well is a wellness sanctuary dedicated to helping individuals transform their health through integrative, innovative, and personalized care. We exist to empower people to live healthier, more vibrant lives by delivering cutting-edge services, compassionate hospitality, and a whole-person approach to wellness.

At the heart of our work are our core values:
We have Service in Our Heart: We approach every guest and team member with genuine care and selfless intent.
We are Curious: We seek to understand - continually growing in knowledge and awareness to better serve others.
We are Humble: We lead with openness and love, setting aside ego in pursuit of what’s best for the whole.
We are Collaborative: We recognize the power of connection and rely on one another to fulfill our shared purpose.

Our core values aren’t just words on a wall; they shape how we show up for our guests, team, and community every day.

Position Summary
The Hospitality Coordinator serves as the welcoming face and central hub of the Alive and Well guest experience, ensuring every visitor feels cared for from the moment they walk in the door. This role is responsible for providing exceptional hospitality, coordinating appointments and services, and supporting daily operations across all areas of the wellness center. The ideal candidate thrives in a fast-paced, people-focused environment, enjoys being part of a collaborative team, and embodies Alive and Well’s mission and values in every interaction.

Key Responsibilities:

• Serve as the first point of contact for guests - greeting warmly, checking in/checking out, and ensuring a seamless experience.

• Answer inquiries and schedule appointments via phone, email, and in-person.

• Share Alive and Well offerings with guests in an informed and inspiring way.

• Support service providers (e.g., functional medicine practitioners, massage therapists, nurses, acupuncturists) to ensure smooth operations.

• Assist with all guests upon arrival or inquiry.

• Promote and facilitate additional enhancements, boosts, and services to elevate guest wellness experiences.

• Help maintain the facility’s appearance, including locker rooms, lounges, laundry and common area upkeep.

• Manage opening and closing procedures.

• Coordinate across departments to ensure consistent service excellence.
  

Qualifications

• 2+ years of hospitality or customer service experience (wellness or spa setting preferred).

• Naturally warm, friendly, and service-oriented with strong interpersonal skills.

• Demonstrates professionalism, reliability, and the ability to multitask effectively.

• Flexible, adaptable, and able to thrive in a dynamic environment.

• Comfortable learning and using software (MindBody experience a plus).

• Strong communication skills - in-person, written, and over the phone.

• A collaborative team player with a positive, can-do attitude.

Schedule

• Wednesday through Sunday

• Employee is expected to arrive on time

• Absences or shift changes must be communicated with the Assistant General Manager at least 3 weeks in advance.

• In the event of illness, Employee must notify management at least 3 hours before shift start time.

• Employee is responsible for attempting to arrange coverage; if unsuccessful, management will assist in resolving scheduling.
  

Shift and Responsibilities

Software and Equipment: Deputy, ADP, Mindbody, Cerbo, Slack, Canva, Google Drive, Microsoft Suite, earpiece and walkie, Desktop.

• Guest Experience – over the phone, via email, Mindbody, and in person

• Friendly, warm, and hospitable with our guests.  Offer them a kind, caring and compassionate arrival to set the tone for their experience.  

• Greet our guests immediately upon arrival with your authentic smile and care for their well-being

• Demonstrate patience and flexibility help.  This allows for our guest experience to be a high-quality experience.

• Share what Alive and Well offers with our curious Guests

• Make enhancement suggestions on all scheduled appointments. 

• Offer intuitive and memorable experiences for the guests

• Coordinate all services and holistic therapies on behalf of the guest in a friendly and hospitable manner.  

• Demonstrate patience, remain calm and composed, even during challenging situations.

Mindbody

• Manage appointments for guests (check in, retail, scheduling, confirmations, cancellations, recurring schedules, appointment reminder, etc)

• Example: Confirm all appointments 48 hours in advance. 

• Example: EB02 and CHT services are confirmed 72 hours in advance.  

• Answering inquiries and scheduling appointments over the phone and in person.  Confirming the appointment before getting off the call and discussing the cancellation policy.  

• Address any account issues that may arise in person or over the phone. 

• Review consent forms and appointment necessities  
• Create spa day itineraries and serve as a guide to our guests doing retreats.  

Menu Knowledge

• Must have a base line knowledge of our experiences (define what it is and explain 3 benefits)

• Must be aware of our weekly and monthly promotions

• Monthly Promotions for Retail, Functional Medicine Clinic, Wellness Center

• First Saturday

• Tuesdays 2-5 Shot Happy Hour

• Wednesdays 2-5 Ozone Happy Hour

• Thursdays 2-5 Shot Happy Hour

• Support to IV, Holistic, Spa, Housekeeping, Memberships, and Hospitality departments.

• Supportive and willingness in your ability to assist your team and go above and beyond.  

• Provide constant communication in person, on walkie, or mindbody messenger when guests arrive

• Escort guests into rooms

• Assist the Nurses by escorting guests to the IV room

• Support Holistic Therapists by assisting periodically with the turnover of amenities such as the red-light therapy room and cold plunge,  etc. if housekeeping has left for the day and help is needed Hospitality assists.  

• Assist with maintaining cleanliness throughout the property (front desk, lobby, spa lounges, common areas, front entrance (outdoor and indoor), employee kitchen, picnic area, desk wiped down, glass doors wiped down, trash can empty)

• Hospitality Coordinators will be asked to take on other tasks such as

• Researching items on Amazon

• Seek out other items needed within Hospitality.  

• Create flow charts occasionally in Canva

• Must be able to lift 30-40 pounds in the form of Amazon boxes or something related to Holistic Therapies.   

• Support retail department

• Support functional medicine clinic

• Support pharmacy department
  

HOSPITALITY COORDINATOR KPI’s:

The Assistant General Manager will discuss KPI’s with the Hospitality Coordinator as part of their monthly performance evaluation.

Punctuality and Attendance

Dress Code

Maintains a professional demeanor, demonstrate patience and compassion, remain calm and composed, even in challenging situations.

Guest Satisfaction

Team player

Guest interaction

• All guests acknowledged and welcomed into the center within their first 5 steps into the center 

• 8/10 phone calls answered within the first 3 rings

• 8/10 phone calls answered include discussion about add ons, boosts, enhancements

• 7/10 check out interactions include discussion about memberships

• 8/10 check out interactions discuss how the service was–anything that could be improved/changed? 

• 5/10 check in interactions include discussion about another service that may be beneficial to add onto already scheduled appointment

• 3/10 conversations regarding the clinic end in the guest being connected to the clinic directly.

Cleanliness

• 1x/hour the front lobby area is checked for cleanliness (desk wiped down, glass doors wiped down, trash can empty)

• Maintain cleanliness in guest areas, employee areas, and workstations

Compensation & Benefits

• Pay: $19.00–$23.00/hour (commensurate with experience and performance)

• $19 an hour for the first 90 days.

• Medical, dental, and vision insurance (eligible after 90 days for full-time employees).

• Paid time off for full-time employees.

• Alive and Well perks:

• Complimentary sauna, cold plunge, vibroacoustic and red-light therapy.

• Discounted IV therapies and vitamin shots.

• Employee discounts on acupuncture, massage, facials, lymphatic therapies.

• 40% off supplements (full-time employees)

• Payroll: Paychecks are bi-weekly on Fridays via ADP.